How HelpFlow Helped a Premium Leather Goods Company Achieve a 7x Revenue Impact After Integrating 24/7 Live Chat
Our 24/7 live chat support increased average order value, reduced cart abandonment rates, and increased conversion rate for this premium leather goods company.
Executive Summary
Inside this case study, you’ll find a detailed account about how one of our clients incorporated our 24/7 live chat services to remove simple purchase barriers. This gave visitors a better buying experience and increased the client’s revenue impact significantly.
You see, web traffic is not the only issue when it comes to eCommerce websites’ sales. It’s also important to engage and nurture the relationship with prospects to ensure as many visitors as possible are being converted into purchasers.
Many eCommerce websites miss out on these conversions due to simple questions from visitors that go unanswered. Live chat solves this issue by offering 24/7 support for visitors regarding shipping, returns, and other basic questions.
Looking to solve the issue of removing simple purchase barriers, HelpFlow offers an easy-to-integrate 24/7 live chat. With a methodical onboarding and collaboration process to quickly learn a client’s business, HelpFlow is able to successfully increase the revenue impact of eCommerce businesses.
Learn more about how HelpFlow helped their client below.
Key Results
In one month…
Goal: 3X Revenue Impact. Results: 7X Revenue Impact
Goal: 110 New Sales.
Results: 221 New Sales
(2X More)
Conversion Rate w/ Live Chat: 5X Higher Than Without It
AOV of Visitors Engaged in Chat: 6,35% Higher Than Without It
Terms Definition
Revenue Impact: Revenue increase for every $1 invested with HelpFlow.
Conversion Rate: Percentage of visitors who turned into paying customers.
AOV: Average order value per sale.
Executive Summary
Inside this case study, you’ll find a detailed account about how one of our clients incorporated our 24/7 live chat services to remove simple purchase barriers. This gave visitors a better buying experience and increased the client’s revenue impact significantly.
You see, web traffic is not the only issue when it comes to eCommerce websites’ sales. It’s also important to engage and nurture the relationship with prospects to ensure as many visitors as possible are being converted into purchasers.
Many eCommerce websites miss out on these conversions due to simple questions from visitors that go unanswered. Live chat solves this issue by offering 24/7 support for visitors regarding shipping, returns, and other basic questions.
Looking to solve the issue of removing simple purchase barriers, HelpFlow offers an easy-to-integrate 24/7 live chat. With a methodical onboarding and collaboration process to quickly learn a client’s business, HelpFlow is able to successfully increase the revenue impact of eCommerce businesses.
Learn more about how HelpFlow helped their client below.
Key Results
In one month…
Goal: 3X Revenue Impact. Results: 7X Revenue Impact
Goal: 110 New Sales.
Results: 221 New Sales
(2X More)
Conversion Rate w/ Live Chat: 5X Higher Than Without It
AOV of Visitors Engaged in Chat: 6,35% Higher Than Without It
Terms Definition
Revenue Impact: Revenue increase for every $1 invested with HelpFlow.
Conversion Rate: Percentage of visitors who turned into paying customers.
AOV: Average order value per sale.
A Closer Look at the Client
The client is a leader within the technology focused leather accessories field. When originally launched, they offered four products which were variants of premium leather straps for Apple Watches. Today, they’ve expanded their catalogue to cases, wallets, backpacks, and more. Their mission remains to manufacture and sell quality leather products.
While growing as a leader in the premium leather accessories market, this client wanted to capture more of their website visitors that were not converting into purchasers. Their website traffic was consistently high, but they wanted to increase the number of those visitors that followed through with a purchase.
With over 75,000 visitors per month, they had a great foundation for those conversions. But they needed a boost in order to increase revenue impact, sales, conversion rate and AOV.
A Closer Look to the Client’s Business
The client is a leader within the technology focused leather accessories field. When originally launched, they offered four products which were variants of premium leather straps for Apple Watches. Today, they’ve expanded their catalogue to cases, wallets, backpacks, and more. Their mission remains to manufacture and sell quality leather products.
While growing as a leader in the premium leather accessories market, this client wanted to capture more of their website visitors that were not converting into purchasers. Their website traffic was consistently high, but they wanted to increase the number of those visitors that followed through with a purchase.
With over 75,000 visitors per month, they had a great foundation for those conversions. But they needed a boost in order to increase revenue impact, sales, conversion rate and AOV.
The Challenge: Reduce Abandoned Carts
& Increase Engagement
While already successfully attracting traffic to their website, there were a few hurdles preventing the client from increasing their revenue to a higher capacity.
Without constant engagement from a live chat agent, the client was missing out on direct contact with potential customers. This was missing for shoppers during both nights and weekends. The client was also missing out on engagement with the customer during their visit to help them along the entire purchase process.
Because of this, abandoned carts and checkouts were also a problem. Like many eCommerce stores, without assistance to have simple questions answered, many visitors decide to leave mid-purchase. If the customer is unsure or is experiencing hesitation, that potential revenue is lost. Most basic abandoned cart email reminders are not sufficient, and the customer actually requires more assistance.
Goals for Working With HelpFlow
For the partnership to be successful, the client needed to see a few deliverables:
24/7 Live Chat Capability – They needed a 24/7 live chat partner that could field questions after business hours and reduce abandonment rates.
Positive Revenue Impact – They needed to see a positive impact on their revenue as a direct result of working with HelpFlow in order to justify the investment.
More Sales + More Conversions – They were hoping not just for more sales through reduced abandonment rates, but also higher conversion rates for visitors as a whole.
A Smooth Onboarding Process – They wanted the onboarding process to go smoothly without having to take too much time away from current team members.
Client Benchmark Numbers
Average Traffic:
75,000 per month
AOV: $77 average
Conversion Rate: 1.80%
Margin: $25
The Challenge: Reduce Abandoned Carts & Increase Engagement
While already successfully attracting traffic to their website, there were a few hurdles preventing the client from increasing their revenue to a higher capacity.
Without constant engagement from a live chat agent, the client was missing out on direct contact with potential customers. This was missing for shoppers during both nights and weekends. The client was also missing out on engagement with the customer during their visit to help them along the entire purchase process.
Because of this, abandoned carts and checkouts were also a problem. Like many eCommerce stores, without assistance to have simple questions answered, many visitors decide to leave mid-purchase. If the customer is unsure or is experiencing hesitation, that potential revenue is lost. Most basic abandoned cart email reminders are not sufficient, and the customer actually requires more assistance.
Goals for Working With HelpFlow
For the partnership to be successful, the client needed to see a few deliverables:
24/7 Live Chat Capability – They needed a 24/7 live chat partner that could field questions after business hours and reduce abandonment rates.
Positive Revenue Impact – They needed to see a positive impact on their revenue as a direct result of working with HelpFlow in order to justify the investment.
More Sales + More Conversions – They were hoping not just for more sales through reduced abandonment rates, but also higher conversion rates for visitors as a whole.
A Smooth Onboarding Process – They wanted the onboarding process to go smoothly without having to take too much time away from current team members.
Client Benchmark Numbers
Average Traffic:
75,000 per month
AOV: $77 average
Conversion Rate: 1.80%
Margin: $25
The Strategy: A 360 Approach to Increasing Engagement & Maximizing Conversation
Once HelpFlow was able to learn about the client’s distinctive needs, an individualized plan was put together to address each of the outstanding problems.
This plan included three strategies:
- Engage with Interested Browsers
- Reduce Abandoned Checkouts
- Make the Onboarding Process Effortless & Hassle-Free
Strategy #1: Engage With Interested Browsers
When website visitors are immediately acknowledged and have access to a live chat feature, they feel seen. They know that assistance is readily available if needed. Without a live chat agent available to help, the website is missing out on engagement.
A live chat representative gives the human touch that can help drive conversions and increase revenue impact.
With HelpFlow, engagement with visitors is drastically increased. The live agents engage with potential customers along their entire visit, from landing page to checkout – even on individual product pages.
This unique feature helps remove many of the objections that can occur during the website conversion funnel.
With HelpFlow’s 24/7 Live Chat, you’ll be able to:
- Track Time & Scroll Depth – See how visitors engage with your content and see how deep they’re scrolling through the page. You’ll also be able to see specific engagement with the page, such as switching between tabs. The end result is a much clearer picture of interest level with the product or service.
- Track Multi-Product Views – See when visitors are switching between products, signaling indecision about the purchase. With HelpFlow, get insight into when customers are weighing their options and what they’re choosing between.
- Engage to Move Into a Purchase – Helpflow agents are able to engage with the visitor at the best time to answer questions, provide suggestions, remind consumers of specific benefits, and ultimately guide them towards a purchasing decision.
The Strategy: A 360 Approach to Increasing Engagement & Maximizing Conversation
Once HelpFlow was able to learn about the client’s distinctive needs, an individualized plan was put together to address each of the outstanding problems.
This plan included three strategies:
- Engage with Interested Browsers
- Reduce Abandoned Checkouts
- Make the Onboarding Process Effortless & Hassle-Free
Strategy #1:
Engage With Interested Browsers
When website visitors are immediately acknowledged and have access to a live chat feature, they feel seen. They know that assistance is readily available if needed. Without a live chat agent available to help, the website is missing out on engagement.
A live chat representative gives the human touch that can help drive conversions and increase revenue impact.
With HelpFlow, engagement with visitors is drastically increased. The live agents engage with potential customers along their entire visit, from landing page to checkout – even on individual product pages.
This unique feature helps remove many of the objections that can occur during the website conversion funnel.
With HelpFlow’s 24/7 Live Chat, you’ll be able to:
- Track Time & Scroll Depth – See how visitors engage with your content and see how deep they’re scrolling through the page. You’ll also be able to see specific engagement with the page, such as switching between tabs. The end result is a much clearer picture of interest level with the product or service.
- Track Multi-Product Views – See when visitors are switching between products, signaling indecision about the purchase. With HelpFlow, get insight into when customers are weighing their options and what they’re choosing between.
- Engage to Move Into a Purchase – Helpflow agents are able to engage with the visitor at the best time to answer questions, provide suggestions, remind consumers of specific benefits, and ultimately guide them towards a purchasing decision.
Strategy #2: Reduce Abandonded Checkouts
This client, like many other eCommerce businesses, was experiencing a loss of sales from cart & checkout abandonment. Their average was a 50.04% abandoned checkout rate, with an abandoned cart rate of 4.14%.
Stats on Cart Abandonment
Just how much of a problem are abandoned carts for eCommerce businesses?
According to Forrester research, shopping cart abandonment currently causes eCommerce brands to lose a staggering $18 billion in yearly sales revenue.
On phone devices, Barilliance says cart abandonment can be as high as 80.79%.
Barilliance tells us that cart abandonment email open rates are incredibly high at around 43.3%.
Reasons for abandoning carts can include lack of clarity about the order, questions about shipping or discounts, and “just browsing”, according to OptinMonster.
This is where Helpflow comes in. With tracking and engaging in place onsite and off, abandoned carts are addressed in an efficient manner.
Onsite, checkout behavior and abandoned checkouts are tracked and engaged with.
Offsite, a live chat CTA can be easily integrated in automated abandoned cart emails. With immediate access to a live chat representative, buyers are much more likely to follow through with their purchase.
For this client, HelpFlow determined they would need to hit 110 more sales from abandoned carts in order to make their partnership profitable.
Strategy #3: Make the Onboarding Process Effortless & Hassle-Free
The final strategy involved ensuring a smooth transition with HelpFlow’s live chat services.
Integrating live chat can seem daunting for businesses because of the myth that it’s expensive, complicated, and too difficult for a third party to understand their market.
HelpFlow solves all of these issues through their methodical learning process, streamlining the onboarding process and adjusting our approach for each individual business as needed.
HelpFlow understands the nuances of each individual client, and has the experience to back it:
- 1M+ chat visitors served.
- Worked with 100+ businesses like yours.
- Experience with complex industries like medical device manufacturers, industrial machine parts distributors, and more.
By gathering previous chats, helpdesk info, spec sheets and more, HelpFlow is equipped to anticipate the most common questions your customers will have and be prepared to address them in the most effective way possible.
This knowledge base is continuously updated in a streamlined process using customer and client feedback to make sure our live chat is as functional and helpful as possible.
Strategy #3:
Make the Onboarding Process Effortless & Hassle-Free
The final strategy involved ensuring a smooth transition with HelpFlow’s live chat services.
Integrating live chat can seem daunting for businesses because of the myth that it’s expensive, complicated, and too difficult for a third party to understand their market.
HelpFlow solves all of these issues through their methodical learning process, streamlining the onboarding process and adjusting our approach for each individual business as needed.
HelpFlow understands the nuances of each individual client, and has the experience to back it:
- 1M+ chat visitors served.
- Worked with 100+ businesses like yours.
- Experience with complex industries like medical device manufacturers, industrial machine parts distributors, and more.
By gathering previous chats, helpdesk info, spec sheets and more, HelpFlow is equipped to anticipate the most common questions your customers will have and be prepared to address them in the most effective way possible.
This knowledge base is continuously updated in a streamlined process using customer and client feedback to make sure our live chat is as functional and helpful as possible.
The Results: Goals & Expectations Exceeded
From January 15th to February 15th, HelpFlow was able to achieve the following results for the client:
7X Revenue Impact (Targeting 3X)
221 New Sales
From Chat (Targeting 110)
5X Higher Conversion Rate From Chat
6.35% Higher AOV
Through Chat
Results Breakdown: Revenue Impact
“Revenue Impact” is a way to measure the value of a new service brought to the company compared to the amount spent on that service.
Before working together, HelpFlow was aiming for a Revenue Impact of 3, meaning they would have earned the client 3 times their investment.
And in just 1 month, HelpFlow achieved an impressive Revenue Impact of 7 – meaning the client saw 7x more revenue generated than what they invested with HelpFlow.
Now, full transparency: HelpFlow fell behind their own projected revenue target by approximately 9%. However, even though the revenue target was not achieved, HelpFlow was able to deliver more than what the client paid for their services.
Results Breakdown: New Sales
Driven by HelpFlow’s 24/7 live chat, the amazing 7X Revenue Impact was a result of the amount of new sales coming in.
Once they began working with HelpFlow, the client saw an additional 221 new sales in just one month alone.
This was double the strategy goal.
Results Breakdown: Conversion Rate Impact
Within the period of January 15th through February 15th, approximately 76,580 visitors browsed the client’s website.
Of those visitors, about 2.06% became customers without using the live chat feature.
But of those who did use the chat feature, 9.75% became paying customers: 221 total, as mentioned above.
This means that HelpFlow’s live chat was able to drive a whopping 5X more conversions compared to visitors that did not engage with the chat.
Results Breakdown: Average Order Value (AOV)
With chat involved, AOV (or Average Order Value) also increased.
The AOV of customers without using chat was $73.42.
But when engaged with HelpFlow’s live chat, the customer’s AOV jumped to $78.08 – a 6.35% increase.
That means not only did the live chat feature help drive more conversions, but it also increased the average spend per customer – which was music to the client’s ears.
The Results: Goals & Expectations Exceeded
From January 15th to February 15th, HelpFlow was able to achieve the following results for the client:
7X Revenue Impact (Targeting 3X)
221 New Sales
From Chat (Targeting 110)
5X Higher Conversion Rate From Chat
6.35% Higher AOV
Through Chat
Results Breakdown:
Revenue Impact
“Revenue Impact” is a way to measure the value of a new service brought to the company compared to the amount spent on that service.
Before working together, HelpFlow was aiming for a Revenue Impact of 3, meaning they would have earned the client 3 times their investment.
And in just 1 month, HelpFlow achieved an impressive Revenue Impact of 7 – meaning the client saw 7x more revenue generated than what they invested with HelpFlow.
Now, full transparency: HelpFlow fell behind their own projected revenue target by approximately 9%. However, even though the revenue target was not achieved, HelpFlow was able to deliver more than what the client paid for their services.
Results Breakdown:
New Sales
Driven by HelpFlow’s 24/7 live chat, the amazing 7X Revenue Impact was a result of the amount of new sales coming in.
Once they began working with HelpFlow, the client saw an additional 221 new sales in just one month alone.
This was double the strategy goal.
Results Breakdown:
Conversion Rate Impact
Within the period of January 15th through February 15th, approximately 76,580 visitors browsed the client’s website.
Of those visitors, about 2.06% became customers without using the live chat feature.
But of those who did use the chat feature, 9.75% became paying customers: 221 total, as mentioned above.
This means that HelpFlow’s live chat was able to drive a whopping 5X more conversions compared to visitors that did not engage with the chat.
Results Breakdown:
Average Order Value (AOV)
With chat involved, AOV (or Average Order Value) also increased.
The AOV of customers without using chat was $73.42.
But when engaged with HelpFlow’s live chat, the customer’s AOV jumped to $78.08 – a 6.35% increase.
That means not only did the live chat feature help drive more conversions, but it also increased the average spend per customer – which was music to the client’s ears.
HelpFlow: Your 24/7 Live Chat Team
eCommerce doesn’t stop on nights and weekends – it’s a 24-hour industry.
Without an agent available to answer questions and re-engage the visitor throughout the purchase process, revenue is being lost.
By integrating HelpFlow’s 24/7 live chat with their website, this client was able to increase sales, conversions, and engagements – even earning a 7X revenue impact.
And HelpFlow can do the same for you.
With a seamless onboarding process, consistent revenue impact, and a proven track record, there’s nothing to lose.
Take the first step and schedule your free strategy call to see what HelpFlow can do for your eCommerce business.